Keiki

SaaS & Software

Sales Support

e-Commerce & Marketplaces

Description

Keiki is the ultimate edutainment tool for toddlers and preschoolers. In the app, you may find everything kids need to spend time with benefit: learning games, worksheets, interactive cartoons, and other essential activities. All of this comes together to create a safe educational environment for children worldwide.

TYPE OF CLIENT

Online service

Everhelp client

3 years

3100

Number of Support Requests

9 min

First Reply Time (FRT)

83%

Customer Satisfaction Score (CSAT)

🤔 Situation to be resolved

Number of requests monthly - 560
Number of support members - 1
First reply time - 5 hours
Average response time - 8 hours
Full Resolution time - 54 hours
Satisfaction Rating - absent

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💡 Solution

Launched 24/7 assistance to reinforce a brand’s reliability and commitment to its customers
Created satisfaction survey to highlight areas where customers are facing challenges, enabling the company to focus on resolving these issues
Came up with customised boards for tracking Statistics and Key Team Metrics which became a powerful tool for managing and improving the team performance
Expanded support channels to include email, widgets and social media
Reduced first reply time to 9 minutes
Refined the escalation processes to ensure that all complex issues are instantly transferred to the respective teams

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